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The Programme rogramme Support Office ffice Ltd Course and Workshop Guide February 2010

Copyright © The Programme Support Office Ltd. All Rights reserved. www.the-pso.com

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Contents

Contents ................................................................................................ ................................ .......................................................... 2 Business Process Management from the PSO ............................................................... ............................... 3 Risk Management from the PSO ................................................................ ..................................................... 5 PRINCE2® 2009 from the PSO ................................................................ ...................................................... 7 MSP™ from the PSO ................................................................................................ ................................ ...................................... 9 Knowledge & Benefits Management from the PSO ....................................................... ................................ 11 Change Management from the PSO ................................................................ ............................................. 13 Portfolio Management from the PSO................................................................ PSO ............................................. 15 Workshop it with the PSO ............................................................................................. ................................ ............................. 17

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Business Process Management from the PSO Almost all projects and programmes involve changing business processes, whether it’s an incremental change to an existing process or the adoption of completely new processes. These processes may be internal, shared with other departments or even other bodies. They may even be accredited to an external standard. Therefore, an understanding of business processes, how they are constructed and how they are combined to achieve value adding business outcomes is critical if they are to be improved,, optimised, accredited to an external standard, or analysed. Who Should Attend • Project managers • Business analysts • Performance Improvement Managers • Quality managers Content The Business Process Mapping course is divided into 3 days. Day 1 – Process Management • What is a process? • Who are process stakeholders? • Defining a process – the SIPOC method • Mapping activities within processes • Defining process inefficiencies and risks Day 2 – Management Systems • Designing Key Performance Indicators measures for processes processes • What is a management system • Defining management system components • Combining single processes into management systems • Challenges in embedding process ownership Day 3 – Advanced Topics • Preparing management systems for accreditation • Using management systems to drive performance – the balanced scorecard technique • Implementing process change – techniques and tools • Factors in considering process management software Copyright © The Programme Support Office Ltd. All Rights reserved. www.the-pso.com

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Business Process Mapping Software Every attendee will receive a trial copy of Promanade Standard, a powerful process mapping tool used to provide screenshots in the course. See www.promanade.co.uk Follow on courses & workshops For those that need to understand business process optimisation in more detail, we offer training in Promanade business business process mapping software and in Lean Six Sigma. We also offer workshops (link to workshop) to help define processes and management systems. Why Us? We have been at the forefront of the development of the PRINCE2® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

Copyright © The Programme Support Office Ltd. All Rights reserved. www.the-pso.com

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

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Risk Management from the PSO Change of government, new priorities, global depression, terrorism, banking failures, increasing debt and loss of critical knowledge. These are just just some of the risks facing organisation today. Organisations facing uncertainty need to manage these risks better, in order to: • Deliver services better in a more • Mitigate issues by predicting challenging environment them and putting in place measures earlier • Reduce time spent problem solving • Use decreasing resources more efficiently • Increase adaptability • Reduce waste • Increase focus on doing the right things, better • Manage change effectively • Set strategy better • Improve innovation • Plan their activities better • Provide better value for money M_o_R® is the OGC’s guide for Managing Risk and provides guidance to organisations to embed good risk management practices. The Course Our M_o_R course is a 5 day course course accredited by the APMG that enables delegates to understand the methodology at Foundation level (Mon-Weds) (Mon Weds) and to apply it at Practitioner level (Thurs – Fri). Delegates can choose to stay for 3 days or 5 days, as appropriate. We also run an in-house briefing for 1 day for larger groups. This is not examined. Pre-course course work is provided to familiarise delegates with the manual and materials before the course starts. Whilst not essential, delegates that complete the course work are consistently more successful than those that don’t. Who Should Attend • Programme managers (practitioner) and project managers (foundation) to help embed good risk management in their activities; • Departmental managers who are managing risk on a day to day basis; • Portfolio/PMO/P3O staff who need to manage risk across programmes and projects; and • Members of corporate governance/audit/assurance teams involved in managing strategic and operational risks in the business.

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Course Outline The M_o_R framework will be introduced and delegates taught how to implement the framework appropriately for their own organisational needs whether at project, programme, portfolio or business management level. Risk Principles • Organisational context • Stakeholder involvement • Organisational ional objectives • M_o_R approach • Reporting • Roles & responsibilities • Support structure • Early warning indicators • Review cycle • Overcoming barriers • Supportive culture • Continual improvement

Management of Risk Approach • Policy • Process Guide • Strategy • Risk register • Issue management Management of Risk Process • Identify – Context • Identify – Identify the risks • Assess – Estimate • Assess – Evaluate • Plan • Implement • Communicate

Certification Successful completion of the programme & examinations will result in an APMG certification in M_o_R® at foundation level and/or practitioner level. Examinations are taken on day 4 (foundation) and day 5 (practitioner). Why Us? We have been at the forefront of the development of the PRINCE2® PRINCE2® and MSP™ methodologies and were one of the the original PRINCE2 training companies. Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce

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PRINCE2® 2009 from the PSO PRINCE2® : 2009 is the latest version of th the project management method method, updated and revised after a significant consultation process. Key Changes • • • • •

New ‘directing projects’ manual for project board members and programme managers,, separate to the ‘managing projects’ manual for project teams The ‘Managing Projects’ rojects’ manual is about 1/3 smaller as a result The methodology is now integrated i ed with other OGC products (M_O_R®, (M_O_R® MSP™ P30®) The methodology is now designed d to be tailored to the environment The methodology now contains 7 Principles, 7 themes and 7 processes proc (2009) vs. 8 components and 8 processes (2005)

Examination Changes From 6th July 2009, the practitioner exam pass mark has been increased from 50% to 55%, but reduced from 3hrs to 2½ hrs. It remains an open book exam. Course Format Our revised PRINCE2® INCE2® course remains a 5 day course accredited by the APMG that enables delegates to understand the PRINCE2 methodology at Foundation level (Mon (MonWeds) and to apply it at Practitioner level (Thurs – Fri). We also run an in-house house briefing for ½ day for larger larger groups. This is not examined. Pre-course course work is provided to familiarise delegates with the manual and materials before the course starts. Whilst not essential, delegates that complete the pre-course work are consistently more successful than those that don’t. Who Should Attend • Project managers (practitioner) and teams (foundation) delivering business projects; and • Line managers who are sponsoring projects within their departments (foundation).

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Course Outline The definition of projects, the scope of project management and an introduction to the PRINCE2 methodology The Principles • Continued business justification • Learn from experience • Defined roles and responsibilities • Manage by stages • Manage by exception • Focus on products • Tailor to suit the project environment

The Themes • Business case – why? • Organisation – who? • Quality – what? • Plans – when, how much, how? • Risk – what if? • Change – what’s the impact? • Progress – where are we, where are we going?

The Processes • Starting up a project • Directing a project • Initiating a project • Controlling a stage • Managing product delivery • Managing a stage boundary • Closing a project

Certification Successful completion of the programme & examinations will result in an APMG certification in PRINCE2® at foundation level and/or practitioner level. Examinations are taken on day 3 (foundation) and day 5 (practitioner). Why Us? We have been at the forefront of the development of the PRINCE2® PRINCE2® and MSP™ methodologies and were one of the original PRINCE2 training companies. Ou Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries countr MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce

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MSP™ from the PSO MSP™ is the OGC’s guide for Managing Successful Programmes. Programme management is very different from project p management: Programmes: • Are driven by a vision of where the organisation needs to get to; • Have no pre-defined defined path; • Change the organisation’s capabilities; • Are long lasting; and • Reap benefits during their lifespan

Projects: • Are driven by well defined deliverables; • Have a clear start and end point; • Have bounded and well defined deliverables; • Deliver products; • Do not focus on benefits during their lifespan, but after they close; and • Are shorter

Clearly, without careful management programmes can fail to deliver benefits, fade out or continue to divert resources without clear focus or output. The Course Our MSP™ course is a 5 day course accredited by the APMG that enables delegates to understand the MSP methodology at Foundation level (Mon-Thurs) (Mon Thurs) and to apply it at Practitioner level (Thurs – Fri). Delegates can choose to stay for 4 days or 5 days, as appropriate. We also run an in-house house briefing for 1 day for larger groups. This is not examined. Pre-course course work is provided to familiarise delegates with the manual and materials before the course starts. Whilst not essential, delegates that complete the th pre-course work are consistently more successful than those that don’t. Who Should Attend • Programme managers (practitioner) and project managers working within programmes (foundation) responsible for delivering capability change in organisations; and • Senior managers who are sponsoring programmes within their organisations (foundation).

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Course Outline The definition of programmes, the scope of programme management and an introduction to the MSP™ methodology The Governance Themes • Organisation • Vision • Leadership & stakeholder engagement • Benefits realisation management • Blueprint design and delivery • Planning and control • The business case • Risk management and issue resolution • Quality management

The Transformational Flow • Identifying a programme • Defining a programme • Managing the tranches • Delivering the capability • Realising the benefits • Closing a programme

Certification Successful completion of the programme & examinations will result in an APMG certification in MSP™ at foundation level and/or practitioner level. Examinations are taken on day 4 (foundation) and day 5 (practitioner). Why Us? We have been at the forefront of the development of the PRINCE2® PRINCE2® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts perts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce

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Knowledge & Benefits Management from the PSO Whether in the public, private or NGO sector, senior managers need to prove that value is being added ded in the organisation. Investors, stakeholders, funding bodies and shareholders need to know that the value of the organisation is being systematically built using not just after-the the-fact fact financial measures but through reliable, meaningful and consistentt leading measures, that together provide a framework for understanding intangible value. At a practitioner level, this requirement needs to be supported by clear and workable processes, techniques and education. We provide training in the well establish established ed Rosetta™ Knowledge Asset Management methodology, used in the public and private sectors in the UK, Europe and Asia. The Training Options For senior managers and policy makers we can offer a standard 2 hour Knowledge Asset Management seminar that provides provides an overview and challenge to senior managers charged with value creation. Delivered in an engaging style we show how, by thinking about value in a new way, senior managers can align their businesses with their strategic imperative to add value in a clear clear and systematic way. This seminar can be delivered in house, or in an open forum and be quite generic or focused on a geography, industry or specific needs of an organization. Please contact us for more information. Certification: For practitioners and and teams that require to prove competence in Knowledge Asset Management, we provide a certification programme, based on the well established Knowledge Asset Management methodology, Rosetta™. Certification involves a total of 5 days' learning, either consec consecutively utively or in stages and provides an inin depth understanding of how to develop and implement the Knowledge Asset Management methodology. Well established and flexible, the programme can be tailored to suit your particular requirements or environment. In particular, particular, it can be aligned with your internal competence management systems or an external vocational qualification. Education: Moving beyond ‘doing’ Knowledge Asset Management, we have helped to develop learning programmes in Knowledge Asset Management strategy, through working with universities. We have worked with Cranfield, Singapore and Hull Universities and can provide accredited learning programmes that provide formal academic qualifications.

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Who Should Attend • Senior Managers (briefings); • Programme managers (certification) charged with help delivering new or enhanced benefits through change; • Departmental managers (briefings) who are managing value creation; • Portfolio/PMO/P3O staff (certification) who need to manage knowledge assets across programmes and projects; and • Knowledge managers and organisational development staff charged with the use of the organisation’s knowledge to deliver value Course Outline The Rosetta methodology will be introduced and delegates taught to implement it in their own organisations Framework Principles • Tangible and intangible value • The hidden balance sheet • Linking strategy to value creation and benefits management • Developing Human Capital • Developing Structural Capital • Developing Market Capital • Measuring benefits

Knowledge Asset Techniques and Tools • Cultural tools • Process tools • Technological tools • Blending people, process and technology Embedding The Framework • Using a Programme to implement • Change management requirements • Management system requirements • Education and training requirements

Why Us? We have been at the forefront of the development of the PRINCE2® PRINCE2® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Off Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

Rosetta™ is a Trade Mark of Knowledge Associates International Ltd PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce

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Change Management from the PSO Change management is an essential tool in organisations today, where change is the new status quo and organisations have to adapt adapt quickly to rapid changes in the environment. Ineffectively managing the people involved in change reads to the failure of projects and programmes that otherwise deliver technically excellent results. Managing change is a team effort, requiring business business as usual and those instigating change to work together before, during and often long after the change has been implemented. Our change management course is a 5 day course accredited by the APMG that enables delegates to understand and navigate the complexity of change management. Unlike other change management courses, delegates leave the course with a practical methodology and process for implementing change that can be implemented back in the workplace. Objectives The objectives of the course are to enable delegates to: • Understand the impact of change on the individual and to deal with the individual response to change with confidence; • Understand how teams operate, their dynamics and the likely challenges during periods of change; • Predict how teamss will react to change and put in place effective strategies for managing issues; • Understand how to implement and embed change at an organisational level; and • Understand the challenges in leading change and to have effective strategies for dealing with resistance. istance. Who Should Attend • Project and programme managers implementing business change in organisations; • Line managers who are sponsoring change within their departments; and • HR and development managers who have to support change programmes within their organisations.

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Course Outline Day 1 – Organisations and Change Day 2 – Leadership and Change, Team Change Day 3 – Team Change, Individual Change Day 4 – Individual Change and Foundation Exam Day 5 – Practitioner topics and Practitioner Exam This course is a blend of theory and practice and has plenty of practical exercises to bring the tools and techniques discussed to life. In the practitioner element, advanced topics such as facilitation and coaching are discussed. Certification Successful completion of the programme & examination will result in an APMG certification in Change Management at foundation and, optionally practitioner level. Examinations are taken on days day 4(foundation) and 5 (practitioner). Why Us? We have been at the forefront of the development of the PRINCE2® ® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce

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Portfolio Management Management from the PSO One thing is certain. Over the next 5 years, every organisation will have to change radically to adapt to a changing economy, changing government priorities and to survive in an increasingly uncertain world. Organisations that manage their portfolio of change in a co-ordinated way can: • • •

Develop an understanding of the whole change landscape Ensure that the right projects and programmes are launched Provide resources across projects and programmes in a much more cost effective ective way Provide independent scrutiny, audit and oversight to ensure projects and programmes are delivering effectively

• • •

• •

Provide management reporting on expensive change activities Manage risk better Improve accountability, transparency and visibility of resources involved in producing change Leverage benefits better across projects and programmes Protect their reputation and stakeholder confidence

P3O® is the OGC’s guide for Managing Portfolios of change and provides guidance to organisations ations to leverage change effectively across portfolios, programmes and projects. The Course Our P3O course is a 3 day course accredited by the APMG that enables delegates to understand the framework at Foundation level and to apply it. We also run an in in-house briefing for 1 day for larger groups. This is not examined. Pre-course course work is provided to familiarise delegates with the manual and materials before the course starts. Whilst not essential, delegates that complete the course work are consistentlyy more successful than those that don’t. Who Should Attend • Head of projects/programmes seeking to leverage learning and resources across their portfolio; • Managers wishing to understand how to co-ordinate co change; • Organisational development managers seeking to better manage change in the organisation; • Portfolio/PMO/P3O staff who need to manage learning, benefits realisation and resources across projects and programmes; and • Programme managers seeking to better understand how to leverage the work done in theirr programmes.

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Course Outline The course challenges framework will be introduced and delegates taught how to implement a P3O appropriately for their own organisational needs based on scenarios and group working. This makes the P3O course ideal for in in-house se presentation. Introducing P3O concepts Operating a P3O • Course introduction • Tools and techniques for operating a P3O • Organisational context of Portfolios, Programmes, Projects and • Barriers to successful operation Building a Business Case for a P3O Business as Usual • Why have a P3O • What problems need to be solved • P3O models • Stakeholder engagement engag • Selecting the right model for the • Change management situation • Risk management Implementing a P3O • Benefits management • Programme lifecycle for implementing a permanent P3O • Project lifecycle for implementing a temporary P3O Certification Successful completion of the programme & examinations will result in an APMG certification in P3O® at foundation level. Examinations are taken on day 3. Why Us? We have been at the forefront of the development of the PRINCE2 PRINCE2® ® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts in their fields and our training materials are recognised for their quality and are being in used in 4 countries. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the-pso.com moreinfo@the t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce Co

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Workshop it with the PSO Facilitation is the process of helping groups of all sizes explore issues and make conclusions, in a structured, planned and objective way. In that regard, it's a science. But it's also an art - a good facilitator will help you interpret events, interactions interactio and outcomes and will adapt the process as new breakthroughs are made and help you decide to take action and follow it through. A well facilitated event is highly creative. From a complex set of problems and issues, a structured solution is first conc conceived eived and then developed into an action plan that people buy into and execute with enthusiasm, once the euphoria has died down. The best events are followed up and the action plan is regularly reviewed, reappraised and results in your objectives being met. met What is it not? It is not consultancy - if you want us to tell you the answer, then you don't need a facilitator, you need a consultant. We do that too, or can recommend several good ones. We help you discover the answer - you know your business, its people, p its problems and its possibilities: possibilities: we know how to extract this from you and shape it into something achievable. What can we help with? The types of problem we can help you solve are: • •

• • • • •

Kicking projects and programmes off successfully Identifying the correct change strategies and tools for your programme Identifying, assessing and mitigating risks Programme blueprint definition Portfolio office implementation option appraisal Learning and embedding lessons Project and programme reviews

• • • •

Stakeholder management workshops Management system appraisals Programme definition workshops Identifying and embedding critical knowledge in a shrinking organisation Resolving communication and process issues in multimulti organisation programmes Training planning for project implementation ro roll outs

We have a wide range of tools and techniques to help you solve most project and programme related issues independently, using your own people and in confidence.

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Why use us? 1. We are experts in programme, project, risk, portfolio and change management 2. We allow you to focus on solving your problems,, not the structure or process 3. We are dispassionate and objective 4. We have multi sector and organisational experience to bring, to help see how others have solved your problems 5. We ensure participation from everyone 6. We have expertise in designing the best process to meet your outcomes 7. We reduce frustration, defuse tension and ensure relationships are exploited to the full tangle complex issues and to come to realistic and actionable 8. We help to de-tangle conclusions 9. We ensure there is a clear, common understanding of these conclusions 10. We provide challenge and ensure actions are captured 11. We focus on the objectives and don't get sidetracked 12. We can take all the strain out of arranging your meeting and take care of all the details How can we help? The vast majority of our workshops are bespoke to your needs, using well tested techniques, but in a process and environment unique to you. That way, you know you're getting high quality, proven wo workshops rkshops but focused on your needs, not the technique. Why Us? We have been at the forefront of the development of the PRINCE2® PRINCE2® and MSP™ methodologies and were one of the original PRINCE2 training companies. Our trainers are all experts in their fields a and nd our training materials are recognised for their quality and are being in used in 4 countries. We are also experienced facilitators with a wide range of experience in different sectors and geographies. Find Out More The Programme Support Office Ltd Dukesbridge House 23 Duke Street Reading RG1 4SA

moreinfo@the oreinfo@the-pso.com t 0203 303 0074

M_o_R® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries MSP™ is a Trade Mark of the Office of Government Commerce P3O® is a Registered Trade Mark of the Office of Government Commerce

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The Programme Office Support Guide